Navigating Aircraft Maintenance Quality Challenges: Insights from a Quality Manager

How do you benefit from the recent advances in aircraft maintenance services in terms of solving the problems that hinder your business performance?

From a quality assurance perspective, the increased use of digital technologies enabling the industry to move away from paper-based systems allows for real-time monitoring and trend analysis to aid in process improvements. Maintainers can have Aircraft Maintenance Data in tablet form, giving them instant portable access to up-to-date data. Electronic maintenance work cards with built-in systemic rules mitigate certification errors, such as ensuring items like dual inspections are conducted within regulated timeframes and can only be signed by appropriately approved personnel. Whilst effective, previous paper-based systems are not efficient and susceptible to errors without labour-intensive oversight.

Can you share your experiences from initiatives or projects you\'ve led to enhance the quality and safety of aviation operations?

The torque wrench is a calibrated essential piece of tooling for an AMO. However, it is very sensitive to rapid changes in temperature, knocks, drops, and misuse/incorrect use, which can render a torque wrench out of tolerance. Across the various regulations, there are stipulations that an organisation must have access to the necessary tools and equipment and, that an organisation must have access to calibrated equipment. As Aircraft Maintenance Auditors, we look to see that the AMO has systems in place for monitoring/measuring equipment and calibration schedules are in place. For our AMO, torque wrenches are sent to a NATA-certified calibrator for inspection, testing and recertification. The AMO has multiple NATA-certified confidence testers installed within maintenance facilities for maintenance engineers to use anytime.

Should any of our torque wrenches fail during calibration, we are notified by the calibrator (notification includes the percentage at which the torque wrench failed, i.e., 5% over/under torque). Receiving such notification required us to conduct a tool to task assessment, pulling data on what tasks and where the tool was used on an aircraft and taking any actions to either check or re-conduct the task (depending on the criticality).

"As aircraft maintenance auditors, we look to see that the amo has systems in place for monitoring/measuring equipment and calibration schedules are in place"

Whilst the AMO has a robust calibration schedule that satisfies regulations, and tool tool-to-task assessment proved to be effective in assurance to our customers, a notification of an out-of-tolerance torque wrench event that required greater than anticipated rework forced a re-think of our torque wrench practices. Quite simply, we mandated the use of confidence testers before task use. If a torque wrench is required, the maintenance engineer requests a tool from the tool store, at which point the torque wrench is tested in three ranges: low, mid, and high. If the tool passes all three tests, it is issued to the engineer and the job. Should the tool not pass at any point of the test, it is quarantined before being sent for calibration. The theory was that capturing the torque wrench out of tolerance before use would greatly reduce the need for rework.

After mandating the practice, we reviewed the data at one of the AMOs after 6 months of operation and found that out of 495 torque wrench tests conducted, 492 passed, and 3 x suspect/out-of-tolerance torque wrenches were captured before task use, thus proving effectiveness.   

What are some of the challenges in maintaining and improving aviation quality standards that current services cannot provide an optimal solution?

The hangover from COVID-19 is still prevalent within the industry, with skilled labour shortages. Thus, we are seeing a rise in the intake of apprentices, the return of maintainers who had previously left for other industries, and the re-hiring of older-generation maintainers.

While these scenarios are great for increasing the maintenance workforce, they do present challenges in re-engaging the mindset and practice of quality processes within the maintenance environment.

Which specific technological trend within Aircraft Maintenance excites you the most and why?

The potential to incorporate augmented reality into maintenance practices is an exciting and promising concept. A maintainer wearing AR glasses allows them to have 3D images or schematics displayed over the product to help trace wiring or hydraulic systems and/or locations of structural components. This also enables them to see the inner assemblies of a component before disassembly or inspection. I am also excited by the rise in electronic smart tool boards that allow the MRO to know instantly when a tool is tagged out to an individual and/or job and, more importantly, track tool returns, ensuring far greater accountability of the product.

What advice do you have for individuals aspiring to become managers in Aviation Quality?

Expressing interest is a great first step. As a QM, sadly, I have only seen it 3 times in 10 years. Aviation Quality is a career role. Openings for Quality Assurance Officers and Managers are not regularly available/advertised positions. When there are openings, 80% of the time, the requirement is that the incumbent has x amount of years of experience; as an example, a Quality Manager position usually requires 5 to 10 years fulfilling a Quality Manager or Quality Assurance Officer position. The question is, how does someone get a start in quality when you need to have held a job in quality to secure the role? This can be a deterrent. However, there are ways around this. Approach the Quality department at your company; let them know you are interested in pursuing a career in quality. Your Quality team can advise you on the required skills, attributes and qualifications. Ask your quality team if shadowing an audit or process improvement activity is possible. This can be a great insight into preparation and practice and give you valuable exposure for your resume. If you enjoy this, shadow as many activities as you can. Lastly, complete mandatory qualifications for the position such as Quality Auditor or Quality and Safety Lead Auditor and a diploma of Quality Auditing.